Clarity SM vs Hornbill Systems Supportworks comparison

Broadcom and Hornbill Systems are both solutions in the IT Service Management (ITSM) category. Broadcom is ranked #22, while Hornbill Systems is ranked #36. Broadcom holds a 1.6% mindshare in ISM, compared to Hornbill Systems’s 1.0% mindshare. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 50% of Hornbill Systems users who would recommend it.

Clarity SM

Read 107 Clarity SM reviews

2,071 Views
1,553 Comparison Views

85% willing to recommend

Hornbill Systems Supportworks

Read 2 Hornbill Systems Supportworks reviews

638 Views
421 Comparison Views

50% willing to recommend

Clarity SM

Hornbill Systems Supportworks

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Clarity SM and Hornbill Systems Supportworks are competing in the IT service management sector. Clarity SM is recognized for its competitive pricing and effective support, while Hornbill Systems Supportworks is known for its comprehensive feature set, which is considered worth its higher cost due to robust capabilities.

Features: Clarity SM includes customizable dashboards, streamlined workflows, and efficiency enhancements. Hornbill Systems Supportworks offers advanced automation tools, extensive integration options, and flexibility for complex IT environments.

Ease of Deployment and Customer Service: Clarity SM provides a straightforward deployment process with extensive support, attractive for quick implementation. Hornbill Systems Supportworks requires a more complex setup but compensates with dedicated customer service and long-term benefits, suitable for scalability.

Pricing and ROI: Clarity SM is noted for its cost-effective setup and quick ROI, ideal for budget constraints. Hornbill Systems Supportworks, with a higher initial cost, offers potentially greater returns due to its feature set and integration capabilities, appealing to those prioritizing growth and adaptability.

To learn more, read our detailed Clarity SM vs. Hornbill Systems Supportworks Report (Updated: January 2026).

Buyer's Guide

Clarity SM vs. Hornbill Systems Supportworks

January 2026

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Helped 881,757 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Clarity SM

Ranking in Help Desk Software

22nd

Ranking in IT Service Management (ITSM)

22nd

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

107

Ranking in other categories

No ranking in other categories

Hornbill Systems Supportworks

Ranking in Help Desk Software

36th

Ranking in IT Service Management (ITSM)

36th

Average Rating

7.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2026, in the IT Service Management (ITSM) category, the mindshare of Clarity SM is 1.6%, up from 1.1% compared to the previous year. The mindshare of Hornbill Systems Supportworks is 1.0%, up from 0.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
Clarity SM	1.6%
Hornbill Systems Supportworks	1.0%
Other	97.4%

IT Service Management (ITSM)

Featured Reviews

Türker Kara

Application & Software Architect at Turkiye Finans Participation Bank

Quite good back-end architecture for end users but the API is very, very bad

Our company uses the solution for system, program, service request, change, and knowledge-based management. We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations. We have about…

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it_user1262703

Service Desk Team Leader at a healthcare company with 5,001-10,000 employees

Excels in call logging and call flows but is limited in terms of scalability

I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."

"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."

"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."

"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."

"It's fairly easy to use, from a UI standpoint."

"It has allowed us to be more efficient in our problem and change management processes and procedures."

"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."

"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."

More Clarity SM pros

"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."

Cons

"The interface for the users is a bit old-fashioned and not user-friendly."

"Report solutions are a little short."

"The product needs to have a better user experience in the interface and mobile functionality."

"We would like more information about all the configurations that we have on our infrastructure side."

"I would like to see the API cleaned up."

"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."

"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."

"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."

More Clarity SM cons

"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."

Pricing and Cost Advice

"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."

"Pricing is simple, as it’s per concurrent analysts."

"The pricing is based on a subscription model."

"I don't see anyone other than large companies being able to afford this system."

"I think pricing of this model is suitable for growing corporations."

"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."

"The solution is quite reasonable compared to other solutions in the market."

"It is a bit expensive, but you definitely get what you pay for. It is worth it!"

"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."

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Top Industries

By visitors reading reviews

Marketing Services Firm

14%

Financial Services Firm

12%

Performing Arts

Media Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	15
Large Enterprise	66

No data available

Comparisons

JIRA Service Management vs Clarity SM

Compared 21% of the time

ServiceNow vs Clarity SM

Compared 10% of the time

Vision Helpdesk vs Clarity SM

Compared 7% of the time

BMC Helix ITSM vs Clarity SM

Compared 6% of the time

TOPdesk vs Clarity SM

Compared 5% of the time

More Clarity SM Competitors

ServiceNow vs Hornbill Systems Supportworks

Compared 15% of the time

JIRA Service Management vs Hornbill Systems Supportworks

Compared 13% of the time

BMC Helix ITSM vs Hornbill Systems Supportworks

Compared 12% of the time

Zendesk vs Hornbill Systems Supportworks

Compared 11% of the time

Cherwell Service Management vs Hornbill Systems Supportworks

Compared 10% of the time

More Hornbill Systems Supportworks Competitors

Product Reports

Buyer's Guide

Clarity SM

February 2026

Download Clarity SM product report

Buyer's Guide

IT Service Management (ITSM)

January 2026

Download Hornbill Systems Supportworks product report

Also Known As

CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight

Supportworks

Overview

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Learn More: https://www.ca.com/us/products...

Broadcom

Supportworks brings you the ideal combination of business process automation, functionality and flexibility. It's a comprehensive ITIL-compatible application that satisfies most requirements out of the box. Fully integrated processes and support templates mean you can rapidly adopt key components of the service lifecycle. If you don't need all the disciplines immediately, just switch them off until you're ready. Supportworks has the flexibility to support any service desk requirement: HR and FM applications are available. which means you can run all your service desks on a single platform, eliminating duplicated effort, reducing hardware and software costs, and simplifying support.

Hornbill Systems

Sample Customers

Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini

Aylesbury Vale District Council

Buyer's Guide

Clarity SM vs. Hornbill Systems Supportworks

January 2026

Free Report: Clarity SM vs. Hornbill Systems Supportworks

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